Hi guys,
I`ve started exploring the Dialpad integration in Front and was curious to know if anyone could share some best practices and how to best leverage this integration. Thanks in advance!
Question
Dialpad Integration
+1
+9Hey
Are there any specific areas of the integration that have given you trouble or that you’re hoping to learn more about?
+1Hey Andre, one thing that made a big difference for us when setting up voice in Front was making sure the auto busy status sync is turned on. Without it agents pick up calls while they're already mid conversation on email and things get messy fast. The AI call summaries are also worth leaning into, especially if you have teammates who need to pick up a thread from a previous call. Instead of listening to the full recording they can skim the summary and jump straight into replying.
Also worth knowing, Front shipped a reimagined version of the Dialpad integration recently that includes queued calls support (https://community.front.com/product-updates/dialpad-integration-improvements-updated-permissions-and-queued-calls-support-2727). If you're on the older legacy setup you might want to check if you're running the new version since the experience is quite different.
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